Senior Manager - Customer Success
Open to: Remote, USA and Canada
Events in recent years have made us all too familiar with the havoc that natural disasters can wreak, and the increasing frequency and intensity with which they are occurring. Despite record levels of losses, conventional methods of risk modeling continue to paint at best an incomplete picture of these threats.
ZestyAI uses novel data gathering and machine learning approaches to produce higher quality information about the risks to property from catastrophes like floods and wildfires. While AI alone may not be able to thwart these disasters, it can help us become more prepared for them, and ultimately that will lead to better outcomes.
We are looking for a Customer Success Manager who is passionate about helping customers achieve their business goals and objectives while providing an industry-leading customer experience. You are motivated, self-directed, efficient at multi-tasking and prioritizing and are committed to innovation. You thrive in a collaborative, creative environment, and are comfortable learning new skills and working with unfamiliar technologies. You excel at developing and managing trusted-advisor relationships involving diverse parties and personalities ranging from C-levels to individual contributors. If this sounds like you, we’d love to talk to you.
The Opportunity:
- Leverage your background in US property insurance and related products, to understand the customer’s business objectives and apply the Customer Success methodology to lead them through all phases of implementation and the customer journey, with a focus on adoption and positive customer outcomes
- Drive usage and customer value through product education, new feature introduction, account reviews, and escalated support
- Develop customer success playbooks tailored to business needs, identifying opportunities for expansion and customer growth
- Support customers throughout their entire journey by being deeply engaged and having an intimate knowledge of them and their objectives
- Recognize customer emotions and manage relationships with empathy, self-awareness, and tact to ensure customer success
- Develop strong and lasting trusted-advisor relationships with assigned clients at all levels within the organization
- Lead and facilitate virtual (or face-to-face) meetings according to the Customer Success methodology to drive results, product adoption and retention while communicating with internal and external partners in an effective, tactical, and compassionate manner
- Communicate and collaborate with all cross-functional teams including customer support to drive value and an industry-leading customer experience
- Act as a mentor to junior team members, fostering a knowledge-sharing environment and strengthening internal collaboration
- Manage large projects with a high level of complexity to ensure timely completion of deliverables
- Manage, prioritize, and respond to complex customer issues, inquiries, and escalations
What You Bring to the ZestyAI Team:
- 5+ years of relevant client support expertise in the property insurance industry
- Exposure and understanding of data analytics products, underwriting, rate filing, product management, catastrophe risk management, and state management functions.
- Experience in a B2B environment, and familiarity with the typical challenges faced by premier clients when leading change and implementing new initiatives
- Excellent relationship and communication skills in order to operate effectively and successfully across multiple departments and at all levels both internally and externally
- Prior project management experience or certifications
- Exceptional attention to detail and strong problem-solving skills
- Exemplary organizational and prioritization skills to manage complex projects
- Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
- Must be legally eligible to work in the U.S. or Canada
Why ZestyAI:
- Be part of a well-funded, fast growing organization
- Market-competitive comp and equity incentives to give you a stake in our future
- Medical, Vision and Dental for you and your dependents
- Flexible Time Off
- 401K/RRSP
- An upbeat and collaborative work culture
- Company-sponsored outings and offsites
All your information will be kept confidential according to EEO guidelines.
